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Business process blueprinting : a method for customer-oriented business process modeling

Author: Michael Hewing
Publisher: Wiesbaden : Springer Gabler, [2013?] ©2014
Dissertation: Ph. D. Freie Universität Berlin 2013
Edition/Format:   Thesis/dissertation : Document : Thesis/dissertation : eBook   Computer File : EnglishView all editions and formats
Summary:
Though customer orientation is recommended in Business Process Management, current modeling methods still have a strong focus on the company's processes. To ensure a long-lasting requirement of a firm's service, one should consider the customer activities in order to offer an added value that effectively addresses his or her needs. Thus, the customers' perspective and their process chains before, during and after  Read more...
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Genre/Form: Electronic books
Additional Physical Format: Printed edition:
Material Type: Document, Thesis/dissertation, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Michael Hewing
ISBN: 9783658037291 3658037296
OCLC Number: 861967340
Description: 1 online resource (xvii, 229 pages) : color illustrations
Contents: Foreword; Table of Content; List of Figures; List of Tables; List of Abbreviations; 1 Introduction; 2 Research Concept; 2.1 Research Approaches in Information Systems; 2.2 Research Methodology; 2.3 Outline of Research; 3 Customer Orientation and the Diffusion of process-based Approaches in Marketing and BPM; 3.1 Reflections on the Customer's Perspective in Marketing; 3.1.1 Concerning Customer Orientation and its Relation to Effectiveness; 3.1.2 Transformation of Value Creation and the increased Awareness of the Importance of Customer Processes. 3.1.3 The Need for a substantiated Process View on the Customer3.2 The Role of the Customer in Business Process Management; 3.2.1 Business Process Management in Information Systems; 3.2.2 A Literature Review on Customer Processes in Business Process Management; 3.3 Problem Definition and Solution Objectives; 4 A Blueprint of the Customer --
Design of a Method for an extended View on Customer Processes in BPM; 4.1 Business Process Blueprinting: the Combination of two Disciplines; 4.1.1 Deriving a Method for a customer-integrated View on Processes. 4.1.2 Capturing Usage Processes: Enhancement of Business Process Blueprinting towards Customer Activities4.2 Proposition of a (multi-level) Procedure Model as a Guideline for an Application of Method; 4.3 Revisiting the Requirements: the Artifact against the Background of the Solution Objectives; 5 Evaluation of Business Process Blueprinting: a Case Study on the Application of the Method to the "BIOTRONIK Home Monitoring®" Service; 5.1 Description of the Service "BIOTRONIK Home Monitoring ®" for Implantable Electronic Cardiovascular Devices; 5.1.1 Cardiac Rhythm Disorders and their Treatment. 5.1.2 The Market of Implantable Electronic Cardiovascular Devices and its Framework Conditions5.1.3 Monitoring Services for Implantable Electronic Cardiovascular Devices; 5.1.4 BIOTRONIK Home Monitoring®; 5.2 Process Mapping and Analysis using Business Process Blueprinting; 5.2.1 The horizontal Process Chain from the Patient's Point of View; 5.2.2 Visualization of Processes; 5.2.3 Analyzing Usage Processes --
Empowering the Patient; 5.2.4 Future Prospects and further Developments in the Light of typical Stages in Industries' E-transformation; 5.3 Summary of the Artifact's Evaluation. 5.3.1 Findings and Suggestions taken from the Case Study5.3.2 Scientific Quality of the Evaluation and the Benefit of further Studies; 6 Limitations and Development Perspectives; 6.1 Limitations of Research; 6.2 Development Perspectives: Illustrating the Method as a Toolkit; 6.2.1 Enhancing Existing Cost Management Tools Towards an Integrated Process Revenue and Cost Management; 6.2.2 Adaptive Case Management for the Analysis of Usage Processes; 6.3 Outlook; 7 Conclusion; Appendix; References.
Responsibility: Michael Hewing.

Abstract:

Though customer orientation is recommended in Business Process Management, current modeling methods still have a strong focus on the company's processes. Thus, the customers' perspective and their  Read more...

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